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SysAid is a complete IT Service Management (ITSM) solution. It focuses on ticket management and service delivery for mid-sized teams. Its standout feature is the new SysAid Copilot. This tool uses generative AI to automate tasks like ticket categorization, prioritization, and assignment. The software balances strong features with easy setup, letting IT teams start quickly without much configuration.

The platform excels in IT management, covering incident and problem management, asset tracking, and knowledge base functions. During testing, we liked the customizable workflows. They let us automate complex processes with little effort. The self-service portal was also helpful. It allowed end users to solve common issues independently, which reduced our ticket volume.

While SysAid offers great core features, some areas need improvement. The user interface feels outdated in sections like the admin portal and workflow management. The built-in remote control features are limited compared to specialized remote access tools, leading many users to prefer third-party integrations. Still, SysAid’s strong customer support and regular updates show their commitment to improvement.

SysAid: Plans and pricing

SysAid has three main plans: Help Desk, ITSM, and Enterprise. Each plan fits different organizational needs and IT maturity levels.

The Help Desk plan is for small teams needing basic ticketing and asset management. The ITSM plan offers advanced IT service management features for mid-sized and mature organizations. The Enterprise plan is a complete package with no limits, ideal for larger teams or those needing full customization and advanced analytics.

Exact pricing is not publicly available. It varies based on the number of agents and the number of assets to manage, like workstations, servers, and mobile devices. You have to contact SysAid directly for a custom quote that meets your needs.

All plans come with cloud and on-premises annual licenses. A free trial is available so teams can test all features before deciding. Keep in mind that a one-time onboarding fee is not included in the plan pricing.

(Image credit: SysAid)

SysAid: Features

SysAid offers a complete ITSM platform. It covers everything from ticket management to advanced IT automation and AI-driven service delivery. Our tests showed the platform balances functionality and ease of use well. Recent AI upgrades genuinely boost productivity instead of just following trends.

Ticket management

The ticket management system is at the heart of SysAid. It features flexible categorization, automated routing, and customizable SLA management. Both admins and end-users found the interface intuitive. Users can create custom fields and workflows tailored to their processes. The AI-powered ticket categorization and prioritization are especially helpful. They accurately assign incoming requests and suggest knowledge base articles, which cut down resolution times.

Asset management

SysAid’s asset management offers clear visibility into hardware and software across the organization. It uses automated discovery and inventory tracking. We were impressed by how it maps relationships between assets and services. This creates a clear view of how infrastructure supports business functions. The software license management features help identify compliance risks and optimization chances. Integration with the service desk links assets to related incidents smoothly.

Automation and workflows

SysAid lets IT teams create complex workflows without needing programming skills. This cuts down on manual work for routine tasks. The visual workflow designer is user-friendly, allowing us to set up approval processes, escalation rules, and notification systems quickly. We appreciated the ability to trigger automated actions based on certain conditions. For example, software licenses can be auto-provisioned when approved, and tickets can escalate if SLAs are at risk.

Self-service portal

The customizable self-service portal helps end-users find solutions on their own. It features an easy-to-navigate knowledge base and a streamlined service catalog. We found it easy to configure with our branding, enhancing user experience and encouraging adoption. The integration with the knowledge base is effective. The system suggests relevant articles based on user queries, often solving issues before tickets are submitted.

(Image credit: SysAid)

SysAid: Analytics

SysAid’s reporting features give IT managers a clear view of key performance metrics. Users can customize dashboards and choose from pre-built report templates. Our evaluation showed that standard reports included vital metrics like ticket volume, resolution times, and SLA compliance. These reports offer solid insights into service desk performance. The option to schedule automated report delivery helps keep management updated without manual work.

While basic reporting meets needs, advanced analytics feel limited compared to dedicated BI tools. Although dashboard customization exists, it lacks some flexibility in visualization types and data manipulation that power users want.

Organizations needing detailed data analysis may have to export data to other tools. However, SysAid’s recent updates indicate that enhancements in analytics are planned for the future.

(Image credit: SysAid)

SysAid: Ease of use

SysAid has a user-friendly interface that’s easy to adopt. The ticket management system helps with categorization, routing, and customization. The self-service portal is also very accessible. End-users can find solutions on their own, through a simple knowledge base and detailed service catalog. This really cuts down on ticket volume.

However, some parts of the interface, especially in the admin portal and workflow management, seem outdated and need updating.

Overall, the platform balances functionality and ease of use well. IT teams can start operations quickly without needing a lot of configuration. During our testing, we liked the visual workflow designer. It was very intuitive and let us set up approval processes, escalation rules, and notifications quickly.

Yet while the main features are easy to use, some user reviews mention bugs. These include things like login errors and situations where ticket creation freezes when switching tabs.

(Image credit: SysAid)

SysAid: Support

SysAid’s customer support is one of its best features. It offers several channels, including a helpful helpdesk, biweekly customer care chats, and thorough documentation. We found the support team to be very responsive and knowledgeable. They quickly addressed our questions and escalated complex issues to higher support tiers when needed.

The company also implements user feedback during product development. Many new features come from customer suggestions in the Feature Request Forum within the SysAid Community.

(Image credit: SysAid)

SysAid: Security

SysAid uses strong security measures throughout its platform. It meets strict international standards with ISO and SOC2 Type 2 certifications. Their data centers are also SOC2 and ISO 27001 compliant. The platform protects data with AES-256 encryption for data at rest. It uses secure network protocols with SSL/TLS encryption for data in transit. Advanced authentication options include password complexity rules, multi-factor authentication, and single sign-on with SAML 2.0.

For the AI-powered Copilot feature, SysAid takes extra security steps. They use Microsoft Azure OpenAI Services instead of consumer ChatGPT. This keeps all AI-related data in the customer’s SysAid database. They also use advanced PII removal tools to safeguard sensitive information.

SysAid: The Competition

The ITSM market has many strong alternatives to SysAid. ServiceNow, Jira Service Management, and Freshservice are the top competitors.

ServiceNow is an enterprise-grade solution with strong governance and compliance features. It suits highly regulated industries, but its complexity and higher cost may not fit smaller organizations.

Freshservice attracts those wanting automation and a customizable platform. However, some users find its reporting and analytics less effective compared to others.

Other notable options include ManageEngine ServiceDesk Plus, SolarWinds Service Desk, TOPdesk, and BMC Helix ITSM. Each has its own strengths and weaknesses. SysAid provides a comprehensive ITSM solution at a competitive price. However, Jira Service Management may offer better integration with development tools. Freshservice is often praised for its modern interface and ease of use.

Ultimately, the choice depends on specific needs. Factors like scalability, integration capabilities, and pricing will play crucial roles in decision-making.

SysAid: Final Verdict

SysAid offers a complete ITSM solution that balances functionality, usability, and value. It excels in ticket management, asset tracking, and AI features that boost IT productivity.

We think the platform is ideal for mid-sized organizations. It helps improve IT service delivery without adding complexity. Plus, it has flexible deployment options and pricing that grow with the organization.

Still, some interface elements could use a refresh, and features like remote control have limits compared to dedicated tools. However, SysAid stands out with its excellent customer support, regular updates, and willingness to adapt based on user feedback.

We compiled a list of the best software asset management (SAM) tools.

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On paper, the idea of a PC gaming tablet doesn’t really make sense. Anything with a screen larger than eight to ten inches is generally too big to hold for longer sessions. Their thin chassis don’t leave much room for big batteries, ports or discrete graphics. But with the second-gen ROG Flow Z13, ASUS is turning that line of thought on its head with a surprisingly powerful system that can do more than just game — as long as you don’t mind paying a premium for some niche engineering.

Design and display: Not exactly stealthy

For better or worse, the Z Flow 13 looks like someone tweaked a Surface Pro to accommodate the stereotypical gamer aesthetic. It has cyberpunky graphics littered across its body along with a small window in the back that’s complete with RGB lighting.

ASUS

The ROG Flow Z13 fills the gap between traditional gaming laptops and portable workstations, but its keyboard and price are hard to love.

Pros

Nice screen
Surprisingly good performance
Customizable shortcut button
Decent battery life for productivity

Cons

Expensive
Flimsy keyboard
Big power brick
Loud fans in turbo and performance modes

$2,300 at Best Buy

Unlike a lot of tablets, ASUS gave the Z13 a thicker-than-normal body (0.6 inches), which left space for a surprising number of ports. Not only do you get two USB 4 Type-C ports, there’s also a regular USB-A jack, full-size HDMI 2.1, 3.5mm audio and even a microSD card reader. This instantly elevates the tablet from something strictly meant for playing games into something that can also pull double duty as a portable video editing station.

ASUS’ 13.4-inch 2.5 IPS display leans into that even more thanks to a 180Hz refresh rate, strong brightness (around 500 nits) and Pantone validation. Regardless of what you’re doing, colors will be both rich and accurate. Rounding out the package are some punchy speakers, so you don’t have to suffer from subpar sound. But there are limitations here, as deep bass is always tough to produce on smaller systems like this.

Sam Rutherford for Engadget

Finally, there are some pogo pins along the bottom of its display for connecting its folding keyboard. Sadly, this is one of the system’s weak points. Because the Z13 is heavier than a typical tablet PC, its keyboard has to carry a hefty load. On a table, it’s fine. But if you try to use this thing on your lap (or any uneven surface), I found that the keyboard can flex so much it can result in accidental mouse clicks. It’s a shame because the bounce and travel of the keys generally feels pretty good. Nothing is more of a bummer than playing a game while relaxing on the couch and then having to fight with the tablet to avoid errant clicks.

Performance

Instead of relying on discrete graphics, ASUS opted for AMD’s Ryzen AI Max 390 or Max+ 395 APUs, which feature up to 32 cores and a whopping 128GB of unified RAM. However, our review unit came with a more modest, but still ample, 32GB. Unsurprisingly, this makes mincemeat out of basic productivity tasks while having more than enough power to quickly edit videos on the go.

Sam Rutherford for Engadget

But without a proper graphics card, can it actually game? Yes, and rather well, I might add. In Cyberpunk 2077 at 1080p and Ultra settings, the Z13 hit an impressive 93 fps. And while numbers weren’t quite as high in Control at 1080p on Epic presets, 70 fps is still very playable. The one wrinkle is that when I tested Cyberpunk 2077 a second time on Ultra with ray tracing enabled, the Flow’s performance was cut in half to just 45 fps. Unless you’re playing a brand new AAA title that requires RT support (of which there are a growing number), the Z13 is a shockingly good portable gaming companion for frequent travelers.

You just have to be careful about how you configure its power settings. That’s because if you’re out in public or a quiet room, high performance (especially turbo) can result in a fair bit of fan noise, which may draw some unwanted attention. Or in my case, it got much harder to talk to someone sitting next to me on the couch.

Battery life

Sam Rutherford for Engadget

When it comes to longevity, you’ll get one of two outcomes. In normal use and on PCMark’s Modern Office productivity battery life test, the Z13 fared quite well, finishing with a time of six hours and 54 minutes. That’s not quite a full day’s worth of work untethered, but it’s good enough for most folks. You’ll just want to keep its chunky power adapter nearby.

However, if you plan on gaming without plugging this thing into the wall, just be prepared for the Z13 to conk out after two hours at best. When I played League of Legends’ Teamfight Tactics, I only made it through two games (about 30 to 40 minutes each) before its battery got dangerously low (around 10 percent). And suffice it to say, TFT isn’t a very demanding title.

Wrap-up

The right side of the ROG Flow Z13 features a customizable button that can be programmed to launch an app of your choice. (Sam Rutherford for Engadget)

The Flow Z13 is a niche device that’s more of an all-rounder than it might seem at first glance. This system fills an interesting gap between ASUS’ gaming machines and more creatively-focused PCs from its ProArt family. In a lot of ways, slapping an ROG badge on it doesn’t really do this thing justice. It’s got more than enough performance to breeze through general productivity or video edits, and its built-in microSD card reader makes transferring footage to the tablet a breeze. Its screen is bright and vibrant, while also offering accurate colors and a decently high refresh rate. And even without a discrete GPU, the Z13 didn’t have much trouble rendering games with lots of graphical bells and whistles turned on.

However, this tablet’s issues boil down to a couple of major sticking points. Its detachable keyboard is simply too flimsy, to the point where if you use it anywhere besides a table or desk, you risk fighting with it just to ensure your mouse clicks are correct. But the bigger hurdle is price. Starting at $2,100 (or around $2,300 as tested), the Flow Z13 costs the same or more as a comparable ROG Zephyrus G14 with a proper RTX 5070. Not only does it have worse performance, it’s less stable too due to its tablet-style design. For people trying to get the most value out of their money, that proposition is a hard sell.

Sam Rutherford for Engadget

Deep down, I want to like the ROG Flow Z13. And I do, to a certain extent. It’s got a funky build and unapologetically aggressive styling. But unless you have a very particular set of requirements, it doesn’t fit neatly into most people’s lives as an equivalent laptop. And that’s before you consider how much it costs.

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I tested SysAid and found it offers traditional ITSM features with new AI tools that boost productivity

SysAid: Plans and pricing

SysAid: Features

SysAid: Analytics

SysAid: Ease of use

SysAid: Support

SysAid: Security

SysAid: The Competition

SysAid: Final Verdict

When a traditional gaming laptop just won’t do

Design and display: Not exactly stealthy

Performance

Battery life

Wrap-up